Nutrition and Fitness
Sairamnath Ananthakrishnan
Customer Success Leader
London
Summary
- A servant leader who leads the small and medium business segment in customer success spread across the globe while remaining uncompromised on individual accountability, empowerment, empathy, and team culture
- Passionate and a dynamic customer success professional with 12+ years of work experience including 8+ years of progressive client relationship experience, people and successes from the ground up in various organizations with significant contributions in a startup environment. While being data-oriented is one of my forte, I also have a knack for deriving specific insights that are not only practical but positively impact longer-term business decisions, and revenue expansion in the CS function.
- My strong interpersonal and communication skills allow me to lead, manage, build and coordinate with inter-departmental teams and contributed towards achieving a GRR of 89% and NRR of 115% in FY'22-23
Overview
12
12
years of professional experience
1
1
Certification
4
4
Languages
Work History
Senior Manager, Customer Success
Slintel , A 6sense Company
Bangalore
05.2021 - Current
- Mentoring - Leading a team of 7 success warriors at present with a goal of expansion revenue, customer retention, QBRs, emotional intelligence, upholding team culture, adherence to company values, mission and vision. Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Process setting & execution - Identification of strategic accounts (Revenue, Logo etc) in the book of business and train the CSMs to be more consultative through multiple use-case identification, solution based selling etc.
- Program Management - Enhancing customer relationships via initiatives such as Multi-threading, Executive connects, Community building etc.,that builds customer confidence, retention and loyalty
- Adoption - Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Business Analysis - Analyzed customer data to identify trends and develop strategies to improve customer success metrics. Monitored metrics and developed actionable insights to improve efficiency and performance.
- Cross-functional collaboration - Collaborated with sales and product teams to address customer success objectives
Enterprise Customer Success Manager
Chargebee
Chennai
03.2019 - 05.2021
- Provided business, technical and product knowledge in support of post-sales activities that ensured a sticky relationship and adoption
- Trusted Advisor for a book of business worth $2M in the NAMER region with a Gross
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Met or surpassed renewal rates and upgrade goals of Gross Retention Rate of 95% and NRR of 120%.
- Played the key role of an Internal Champion prioritizing key business features that consistently boosted the ROI of the customer
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Senior Client Partner
Beroe Inc
Chennai
06.2013 - 08.2017
- In depth understanding of client business’s needs by being a business consultant and the single point of contact between the organization and clients
- Significant contribution via Service Excellence through adherence to SLAs, business processes etc.,
- Achieved a strong on-going relationship with clients, leading to 25% Y-oY increase of account revenues across 4 years
- End to End Management of several projects for key clients such as Coca-cola Europe, Bayer AG, Sanofi S.A, Pfizer Inc, HSBC, Bristol Meyer Squibb etc.,
Technical Instructor
Jet Airways India Ltd
Mumbai
09.2007 - 08.2011
- Conducted 200+ Type-rated training for Captains, Check-pilots, Flight Examiners & new joiners on ATR 72-500 & Boeing 737-700/800/900 aircrafts
- Oversaw technical documentation, instruction and evaluation to meet Flight operations standards
- Cultivated customized curriculum and course content to address organizational technology training mandates
- Updated training coursework and requirements according to DGCA requirements
Education
Customer Success
Success Hacker
06.2021 - 11.2021
MBA - Marketing and Operations
SRM University
Chennai 09.2011 - 05.2013
Bachelors of Engineering - Mechanical Engineering
Anna University
Chennai 08.2002 - 05.2006
Skills
Customer Success
Certification
Certified Customer Success Manager L3
Interests
Timeline
Customer Success
Success Hacker
06.2021 - 11.2021
Certified Customer Success Manager L3
06-2021
Senior Manager, Customer Success
Slintel , A 6sense Company
05.2021 - Current
Enterprise Customer Success Manager
Chargebee
03.2019 - 05.2021
Senior Client Partner
Beroe Inc
06.2013 - 08.2017
MBA - Marketing and Operations
SRM University
09.2011 - 05.2013
Technical Instructor
Jet Airways India Ltd
09.2007 - 08.2011
Bachelors of Engineering - Mechanical Engineering
Anna University
08.2002 - 05.2006
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